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Customer Service Manager

LOCATION: 

0, SOM, GB, Ba7 7ph

JOB CATEGORY:  Supply
REQUISITION NUMBER:  222988

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Customer Service Manager

ROYAL CANIN® Supply Chain / B5

RCS UK

BACKGROUND

ROYAL CANIN® UK & IRELAND are recruiting for a Customer Service Manager due to the promotion of the existing associate. The successful candidate will continue supporting the supply chain development of end to end supply chain planning and drive to world class customer service.

This role will report directly to the UK Supply Chain Director.

 

 

THE JOB

The purpose of this role is the management of Customer Service team and partnering with the Sales and Marketing teams to achieve a world class customer experience.

 

KEY OUTPUTS  

In this role you will:

  • Drive customer service improvement for the Retail/Vet/BreederPro
  • Customer service responsibility for approximately £ 100M NSV/7000 customer
  • Great line management, including recruitment, development and training of associates within the Customer Service Team (18 direct reports)
  • Co-lead the Improvement work stream
  • Share best practice across the team
  • Establish targets and co-develop customer service strategy.
  • Driving system efficiency
  • Ensure relevant governance
  • Effective resource planning
  • Manage customer escalations

 

 

QUALIFICATIONS & COMPETENCIES

  • Knowledge:5 Years+ in Customer Service management role  
  • Education: Degree desirable.
  • Experience: Proven knowledge of customer service best practice, KPIs, customer feedback surveys (TAS)
  • Specific Skills:Proactive/creative approach to change and development in line with business needs Particularly relevant Lominger competencies:
  • Customer Focused, Analytical, Priority Setting, Managing and measuring performance, Results focused and Excellent Communication

 

 

PROCESS

For more information about the job please contact james.catchpole@royalcanin.com.

 

Internal applications with Line Manager endorsement are currently invited from associates who have the skills, competencies and experience for this role.  The completed application form must be uploaded to the Careers section of iTMS by the closing date, which is 30th August. The proposed selection date is to be confirmed.  A job description is available on request from recruitmentsupport@effem.com.

 

Please ensure that you obtain an Internal Application form from the Forms section of the M-Power Portal - www.mpower.mars as this will hold the most up-to-date form.   Although this vacancy is open to all associates, candidates who are at risk of compulsory redundancy will be considered before those candidates who are not at risk.  Any role that would result in a promotion at B5, all job levels within Technical Leadership except T1 and all job levels within People Leadership may require the associate to sign an amendment to move to a 12 week notice period.  Although all applications will be considered, an interview is not guaranteed in every case and if you do not apply before the closing date stated on the form, please be aware that your application may be considered alongside external candidates.  We cannot guarantee that applications received after the closing date will be considered.

 

"We are committed to equal opportunity employment practices."

 

 

 #LI-HE1


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